Product News ASC Resources

ASC Resource List

Welcome to the ASC Resource Page!

We know that as an Approved Support Contact (ASCs) for your organization, you juggle many responsibilities. We put together this article to collect relevant how-to information for ASCs all in one place, for easy access. We recommend that you bookmark this page so that you can refer back to it whenever you're looking for a little bit more information on what exactly being an ASC is all about.

All About ASCs
Creating and Managing Cases
Understanding the Lingo
Keeping Up to Date with Brightspace Products and Features
Training

All About ASCs

What is an ASC?
An ASC is an acronym for Approved Support Contact.

What does it mean to be an ASC?
An ASC is an individual who is authorized to access the D2L Admin Support team and has special access while logged in to the [BROKEN LINK]Brightspace Community.

How to login as an ASC
The process of logging into the Brightspace Community as an ASC is the same as it is for any other Community member. Click [BROKEN LINK]here to navigate to the login page, or watch the video below for detailed instructions.

The ASC experience begins after you have successfully logged into the Brightspace Community. You will know that you are logged in as an ASC if your homepage looks like this:

ASC Homepage Displays New Help Wizard Widget

How do I navigate the ASC homepage in the Brightspace Community?

How many ASCs can my organization have?
The number of ASCs that your organization is entitled to is defined by the support package in your contract. Please contact your D2L Account team to make inquiries about the details of your contract.

How can I make changes to the ASCs for my organization?
If you need to add or remove any of the ASCs that are associated with your organization, you can do so by choosing the "submit a request" option from the ASC homepage.

Creating and Managing Cases

Introduction to Brightspace Community and Support Course- Module 2 is just for you (all ASCs specifically) Learn about case creation, priority and access free job aids!
[BROKEN LINK]Approved Support Contacts: Create a Case or Service Request - Learn how to quickly navigate your Brightspace Community Homepage and find answers to your questions quickly.
Case Creation Checklist - The most important recommendation in creating a case is to ensure you document all the key information so that it can be easily understood by our support team. For example: Always include steps to reproduce a problem and include Screen shots where appropriate. For additional tips in creating your case for speedy resolution, review the Case Creation Checklist above.
[BROKEN LINK]Case Escalation - On occasion, clients find it necessary to revise the urgency of a case and we have a standard escalation process. For more details check out this escalation article.
[BROKEN LINK]Approved Support Contacts: Case Filtering - Learn how you can filter your current cases using this guided step-by-step documentation

Understanding the Lingo

[BROKEN LINK]Glossary - Like most companies, D2L has a lot of short forms that we use, forgetting sometimes that not everyone is familiar with our terminology. The Glossary will help you identify any unfamiliar term.
[BROKEN LINK]Continuous Delivery - Refers to the regular (monthly) cycle of product updates to Brightspace. You can find relevant info regarding our Continuous Delivery methodology and schedule by accessing the link above.

Keeping Up To Date With Brightspace Products and Features

Continuous Delivery Notifications- Learn more about the Continuous Delivery (CD) Notifications you receive, and how they're about to get better in this article.
[BROKEN LINK]Wave Schedule - With our continuous delivery model, we update Brightspace for our customers every month on a predefined wave schedule, which is referenced above.
[BROKEN LINK]How To Find My Wave - The above schedule is organized into groups called waves. This article will help you understand which wave applies to you.
[BROKEN LINK]All Release Notes - Reference this article to keep up-to-date with current release information (including known and fixed issues), preview upcoming functionality, or review previously released features. These monthly articles are organized by product and tool, include links to popular content such as platform requirements, and begin with a video summary of the release highlights.
[BROKEN LINK]Fix Notifications - Want to keep up-to-date with fixes that take place between releases? This is the article for you.
Product and Services Preview - This article is published on a monthly basis and will give you a longer-term view of the Brightspace product direction.
ASC - Helpful Articles to Follow on the Brightspace Community - We recommend using the Follow option to ensure you're up to date with new content published in the Brightspace Community. This article provides a list of articles we recommend that ASCs follow.

Training

**NEW** [BROKEN LINK]Brightspace Guided Training (FREE) - D2L's Guided Training Program includes access to self-guided content and opportunities to attend instructor-guided training webinars. This program is recommended for anyone designing, building, teaching, or facilitating courses within the Brightspace platform (and for those who support them).
Brightspace Learning Center - Connect with Free Courses and Teaching Tools. Remember to login to Community for access.
Online Brightspace Documentation - This additional site will help provide resources and answers to your questions.
[BROKEN LINK]Video Course Packages - Want to embed how-to video tutorials in Brightspace? This article will help.
Training Resources Overview - The resources in Brightspace Community are updated monthly to keep in sync with the Continuous Delivery cycle making it easier to keep your organization up-to-date. However, if you're looking for specific training or certification programs, this article will get you to where you need to be.